Feedback Regarding Christmas Lunch Experience

I recently held a huge 2 day event at Emperors Palace, I was informed there would be a Christmas lunch and accordingly booked for myself and my family. We arrived yesterday at 12:30 as that was the scheduled start time, but were met with an excessively long queue. I had both my mother-in-law, who uses a wheelchair, and my grandmother, who is over 80, with me. After some time in the queue, I approached two ladies at the door to explain our situation, but they were shockingly rude and unhelpful. Names: Nelly & Rosalina. With no assistance forthcoming, we returned to the queue and stood for an hour. When we finally reached the front, we were told the lunch was fully booked and were redirected to another venue. This involved walking through the rain with our elderly family members. I was not informed beforehand that the Christmas lunch was fully booked, nor that our booking would be moved. At the new venue, we found that it was not what we had paid for. It was cold and uncomfortable, and the elderly members of our group felt miserable. When I raised concerns with one of the managers, they stated we should have been informed about the venue change. Another male manager then attempted to offer compensation in the form of a bottle of wine in exchange for me not escalating my complaint—something I found both inappropriate and insulting. This experience was humiliating and heartbreaking. I feel terrible for putting my family through such an ordeal, especially on Christmas. I’m reaching out to you in the hope of finding some resolution to this matter. Could you kindly guide me in the right direction? Thank you for your attention to this issue. P.s I have pictures and videos which I will share.

In terms of booking etc Thandeka assisted me with the booking process for the Christmas lunch.